• Creating the right global experience for the customer to do credits, returns, and exchanges at Dell

• Performing research studies to gain insight; prioritizing opportunities for improvement; creating process flows and service blueprints of current and to-be states; testing low- and high-fidelity prototypes with users; and creating a feedback loop with users to create a simple, seamless experience for our customers

• Iterating through numerous cycles to go from a good enough solution to the best solution for the main users

• Partnering with designers, product managers, and engineers to determine how to build an encompassing customer experience

• Increased the usability of Dell’s global credit, return, and exchange (CRE) processes by decreasing cycle time and human touches necessary for completing CRE dispatch creation

• Researched pain points and opportunities for customer delight while focusing on simplicity and creating a seamless experience for the CRE product line

• Implemented rapid prototyping using Miro, AdobeXD, and Figma to conduct usability tests with users to gain feedback

• Collaborated with stakeholders, product managers, and engineers to iterate on intuitive and thoughtful solutions

• Developed the Streamliner application that users will utilize when creating or editing a CRE dispatch. Utilizing Blazor and the Dell Design System to generate the front-end experience for initiating a credit, return, or exchange

• Decreased cost on the Application Transformation & Modernization team that aimed to achieve cost savings for Dell by moving applications from current hosting hardware to cloud environments with minimal changes

• Aided team in creating productized, reusable solutions for other applications to utilize.

Assisted external application teams with “white-glove service” from start of engagement to hardware shutdown in order to share information and keep communication fluid between teams

• Acted as the technical anchor on the Order Management Cloud Services team that set out to modernize Dell’s current order management system, through which every order gets processed and generates revenue

• Utilized lean methodology and user-centered design by conducting user interviews to identify existing problems in current system and iterate and develop better solutions

• Helped create and maintain system of microservices to replace the legacy application, in which each served a specific and vital role in processing an order from placement to fulfillment

• Trained new team members and other teams around the world in lean methodology and Extreme Programming (XP) practices